E-Governance Practices on Organizational Effectiveness of Telecommunication Firms

Abstract

This study examined the effect of e-governance practices on organizational effectiveness of telecommunication firms. Specifically, the study determined the effect of electronic service delivery (e-service systems) and digital communication and information management systems on organizational effectiveness. A cross-sectional survey research design was adopted, and data were collected from a sample of 198 respondents using a structured questionnaire. The data were analyzed using descriptive statistics, Pearson correlation, and multiple regression analysis. The findings revealed that electronic service delivery (e-service systems) has a significant positive effect on organizational effectiveness (β = 0.384, t = 5.762, p < 0.05), indicating that efficient digital service platforms enhance service quality, responsiveness, and customer satisfaction. Furthermore, digital communication and information management systems were found to significantly influence organizational effectiveness (β = 0.436, t = 6.218, p < 0.05), suggesting that effective information flow and communication systems improve coordination, decision-making, and overall performance. The overall regression model was statistically significant (F = 132.47, p < 0.05) with an adjusted R² of 0.582, implying that 58.2% of the variation in organizational effectiveness is explained by e-governance practices. The study concluded that e-governance practices are critical drivers of organizational effectiveness in telecommunication firms. It recommended that firms invest in advanced e-service technologies, strengthen digital communication infrastructure, and continuously train employees to enhance digital competencies. The study contributes to knowledge by providing empirical evidence on the role of e-governance practices in improving organizational effectiveness within the telecommunication sector, particularly in developing economies, thereby extending existing literature in information systems and organizational performance.